What Does IT Support Actually Cost? (And Why Some Prices Should Worry You)

Let’s be honest – if you’re running a business in Surrey, London, or anywhere else for that matter, you’ve probably wondered what you should actually be paying for IT support. Maybe you’ve seen those adverts promising “full IT support from just £10 per user per month” and thought it sounds too good to be true.

Well, here’s the thing – it probably is.

The £10 Problem

Yes, there really are IT companies charging £10 per user per month. Some even less. But here’s what they’re not telling you: the software licensing alone for proper monitoring, security, and backup tools often costs more than that. So what exactly are you getting for your tenner?

Usually, it’s basic email support and maybe someone who’ll answer the phone when things go wrong. But proactive monitoring? Advanced security? Strategic planning to help your business grow? Not so much.

It’s a bit like buying a car for £500 – sure, it might get you from A to B, but don’t expect it to pass its MOT or keep you safe in an accident.

What People Actually Charge (And What You Get)

From our experience working with businesses across Surrey and London, here’s what the market looks like:

The Budget End (£10-£30 per user/month)

• Basic email and phone support
• Limited monitoring (if any)
• Break-fix approach – they fix things after they break
• Perfect if you enjoy unexpected downtime and last-minute panics

The Middle Ground (£40-£80 per user/month)

• Proactive monitoring and maintenance
• Proper security measures
• Regular backups that actually work
• Someone who knows your business and anticipates problems

The Premium Tier (£100+ per user/month)

• Strategic IT planning
• Advanced cybersecurity
• Dedicated account management
• The kind of service that makes IT feel invisible (in a good way)

Interestingly, UK MSP rates are still significantly lower than our American cousins, who regularly pay $150-300+ per user. But with increasing compliance requirements and cyber threats becoming more sophisticated, you should probably budget for crossing the £100 threshold within the next 2-3 years – regardless of where you start today.

Why Location Matters

If you’re based in Surrey, Sutton, or central London, expect to pay more than businesses in, say, Barnsley. It’s not just because we like charging more down here – it’s because everything costs more. Office rents, salaries, even the coffee. An engineer who charges £60 an hour in Leeds might need to charge £90 in Surrey just to pay the same mortgage.

The Contract Minefield

Here’s where it gets really tricky – comparing like with like. Some contracts include all software licensing, others charge extra for everything. Some providers sting you £150 every time they send someone on-site. Others charge for each new starter. Some bill separately for antivirus, backup software, and monitoring tools.

A £50 per month package that excludes licensing might actually cost £80 once you add everything up. Meanwhile, a £75 “all-inclusive” package could be genuine value. It’s like comparing mobile phone contracts – the headline price rarely tells the whole story.

And different businesses have completely different needs. A construction company might need rugged devices and mobile connectivity, whilst a financial services firm requires advanced compliance monitoring and data encryption. Expecting the same IT approach (or price) for both is like expecting the same insurance premium for a Ferrari and a Ford Focus.

The Real Cost of Cheap IT Support

Here’s where it gets interesting. That £10 per month might seem like a bargain until your systems go down for two days and you lose £20,000 in revenue. Or until you get hit by ransomware because nobody was properly monitoring your security.

We’ve seen businesses spend more on one emergency callout than they would have paid for six months of proper support. It’s like skipping car insurance to save money – great until you need it.

What Should You Actually Expect?

A decent IT provider should be asking you about your business, not just counting how many computers you have. They should explain things in English, not tech-speak that makes you feel stupid. And they should have a plan for making your IT better, not just keeping it limping along.

If someone’s promising the world for £15 a month, ask yourself: how is that even possible? Are they cutting corners on security? Using unlicensed software? Planning to make their money from expensive extras?

The Questions Nobody Asks

Most business owners focus on price, but here are the questions you should really be asking:

• What happens when something breaks at 3pm on a Friday?
• How will you prevent problems before they happen?
• What’s your plan if we get hacked?
• How will you help our business grow?
• Can you explain this contract in plain English?

If they can’t answer these properly, it doesn’t matter if they’re charging £5 or £500 – they’re not right for you.

Size Matters (But Not How You Think)

A one-person business might get away with basic support. But if you’ve got 10 or more people depending on IT to do their jobs, those bargain-basement prices start looking pretty risky.

It’s not just about the number of users either. Do you handle customer data? Process payments? Store confidential information? The more important IT is to your business, the more you should be investing in getting it right.

The World Has Changed (And Your IT Needs to Keep Up)

AI is everywhere now. Cyber criminals are getting cleverer. Compliance requirements keep multiplying. The IT provider who was fine for your basic network five years ago might be completely out of their depth with today’s challenges.

When M&S had their IT problems, it made headlines. But when a 50-person company in Surrey loses their systems for 14 days to ransomware – and all their customer data gets stolen – it doesn’t make the news. It just kills the business. We’ve seen it happen, and it’s not pretty.

Modern businesses need IT partners who understand AI implementation, can design proper cybersecurity defences, and know their way around GDPR, Cyber Essentials, and whatever new compliance headache comes next.

Your Options (More Than You Think)

Maybe you’re thinking of switching providers entirely? We can handle the whole transition – audit your current setup, take control of everything, and make sure nothing falls through the cracks.

Or perhaps your current IT company is decent at the basics but lacks strategic thinking? Consider bringing us in as a part-time IT director alongside your existing supplier. Sometimes the lower-risk approach is keeping what works whilst adding the expertise you’re missing.

If you’re shopping around, don’t just look at the monthly cost. Think about what happens when things go wrong. Think about whether your current setup is helping or hindering your business growth. Think about whether you trust your IT provider to guide you through AI adoption, cybersecurity threats, and compliance requirements.

So What’s the Real Answer?

Good IT support costs money. Not stupid money, but enough to attract skilled people who care about doing a proper job. If someone’s charging significantly less than everyone else, there’s usually a reason – and it’s probably not because they’re being generous.

The question isn’t what IT support costs – it’s what poor IT support costs your business in lost time, missed opportunities, and sleepless nights.

Need More Detail?

We’ve put together a comprehensive 90-page guide that dives deep into every aspect of choosing the right IT provider. It covers everything from the three types of support available to the 12 red flags that should send you running. Plus, there’s a plain-English glossary of IT terms, sample questions for sales calls, and a worksheet to properly compare providers.

This isn’t a fluffy marketing brochure – it’s genuine insight from years of helping businesses make better IT decisions.

Download our free IT Buyer’s Guide – it’ll save you from making expensive mistakes and help you ask the right questions. Because choosing IT support based on price alone is like choosing a surgeon based on their hourly rate.

Download the 90-page IT Buyer’s Guide here

Or just fancy a chat? We’re happy to offer free advice with no strings attached. Sometimes a 15-minute conversation can save you months of frustration. Book a call here – we promise not to hard-sell you anything.

IT support costs vary wildly across Surrey, London, Sutton and beyond – and there’s usually a good reason for that variation. The key is understanding what you’re actually buying and what might be missing from those bargain deals.

Remember: in IT support, as in most things, you generally get what you pay for. The trick is making sure you’re paying for what you actually need, whether that’s AI strategy, cybersecurity protection, compliance support, or just someone who answers the phone when things break.

Frequently Asked Questions